CLOSED: EnzoCasino rejected my withdrawal

Hello to all!! EnzoCasino rejected my withdrawal. I make a deposit €50 and receive from support €125 bonus. I play and place a bet of €5 and €10. I win €6000, withdrawal €4000. €2000 I lose. After second day I cancel my withdrawal and win. But few time a make a bet €20 and change to €10. Make a withdrawal €5000, send all my document. Document approved. But withdrawal is rejected. They send me email I make a bigger bet than 30% of deposit. But in they Bonus T&C say: All Deposit Bonuses will automatically be credited to the player upon a successful Deposit.
Canceling a Bonus by players can be done by contacting support 24/7. The Bonus can be canceled as long as the player did not make a single bet with his deposit+bonus balance.
The Bonus Wagering Requirements are applied to the deposit and bonus money together as a single unit of value. When any kind of bonus or bonuses are in an account together with real money, they become one unit of value. So if my amount was been €175 (deposit+bonus) and 30% of amount I think they must returned my winning. HELP!!!

Firstly sorry to hear about your big win being denied! We don't recommend this brand and it has a warning due to their very unfriendly player terms. I recommend you check our reviews (particularly the disadvantages section) regularly to find more reputable and trustworthy casinos to play at.

Terms:

• New players who have not yet deposited more than 200 euro cannot accrue a balance in excess of x10 the original deposit. Any balance in excess of this max cash-out will be voided upon withdrawal. This applies both to bonus players and non bonus players.
• The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, but is not limited to:
• Placing single bets equal to or greater than 30% of the value of the smallest bonus credited to the player account, prior to the total wager requirement for that balance having been met
• Placing single bets equal to or higher than 30% of the most recent deposit in play, if it is smaller than the bonus. This max bet limit applies to all players even if no bonus is received, or if the Total Wager Requirement has been cleared.
• Using the double-up feature to increase bet values, at any time, is forbidden even if the Total Wager Requirement has been cleared.
• Placing bets equal, zero, low margin bets or hedge betting, shall all be considered irregular gaming for Bonus play-through requirement purposes.

Hi BABY1986, could you please private message me your casino username so that we can try to reach out to the casino and ask them to look into this case? 

Hi Tania, thank you! My username is Baby1986

Hi BABY1986, thank you for providing the username. We have notified the casino regarding your case. Keep an eye on this thread.  

The Casino Rep replied to our message confirming they are looking into your case. Keep an eye on this thread for the updates.  

Reading the terms before playing is a recommendation nowadays, the casinos are protected by their terms, you broke it, you lose it but sometimes casinos can be very vague with their terms and that's a sign of a bad casino. Casinos do not like winners, that's why we have rogue casinos providing fake games, ridiculous terms, super slow payout time etc. 

Just a quick update, we sent another reminder to the casino and were informed that they are still investigating your case. Keep you posted. 

@BABY1986 - the Casino Rep replied informing us that the withdrawal was cancelled due to an irregular play - the reason why your winning was voided and the €50 were put back on your account (as per their Terms and Conditions) is that they noticed you made 239 bets of €20 on games Fu Cai Shen and Supreme Fortune.  They advised that you cancelled your withdrawal numerous times making sure you had a remaining balance even when making additional deposits.
But they also mentioned that you cancelled your withdrawal as during earlier withdrawal request you have played within the Terms and Conditions.

These are the Terms they referred to:
"An irregular play in our Casino is making bets equal to or more than 30% of your deposit.
16. Betting rules
16.1. You must bet according to the specific rules of the game you are playing.
16.2. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.
16.3. "Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

@BABY1986 - In addition to my previous post, we did our best to assist with your complaint, however, the evidence provided clearly shows a breach of the Terms and Conditions. Therefore, there are no further steps we can take regarding your case. Just for future reference, before playing at a certain casino, we can suggest getting familiar with their Terms and Conditions.